Russian digital services operator Tricolor has turned to Orange
Business Services to modernize its customer service activities,
leveraging technology from Genesys, a global leader in cloud
customer experience and contact center solutions.
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Tricolor provides digital services, including satellite
television and video streaming, for 12.2 million households
throughout Russia. By deploying Genesys Engage, the omnichannel and
multi-cloud customer engagement solution to be used by hundreds of
operators, Tricolor can now interact with its customers all across
the country via voice, chat, social networks, instant messaging and
e-mail by seamlessly using a single platform.
The solution allows Tricolor to maintain the level of service
regardless of communications channel. Tricolor can now also use
speech analytics, allowing it to identify the reason for customers’
calls. This in turn provides the company valuable data insights in
order to optimize internal processes and allow further self-service
provision to end customers.
Working with Orange Business Services since 2018, Tricolor
deployed this new solution on top of its existing infrastructure.
The seamless transition to the new platform took only six weeks and
did not impact current business processes nor the quality of
services provided.
Orange Business Services experts first conducted an audit of the
contact center’s internal procedures to draw up an analysis of
functionality requirements. All stages of the contact center
implementation were carried out in close cooperation with
Tricolor.
“We are pleased that Tricolor chose us as a partner for this
contact center implementation. An omnichannel platform makes it
possible to engage with customers regardless of the communication
channel. This is essential to provide a highly personalized
customer experience. The benefits have already been seen by more
than 500 of our customers around the world,” said Richard van
Wageningen, senior vice president, IMEAR, Orange Business
Services.
“Tricolor cares about its customers, so it sought to optimize
and improve customer support. Thanks to this innovative solution,
we can significantly speed up the processing of calls and provide
an omnichannel service. The Genesys Engage platform allows a
contact center employee to see complete information on all customer
requests in real time. They can then provide the necessary
operational support regardless of the communication channel. In our
database, there are already more than a 1.5 million user requests.
Further data collection will make the work of the contact center
even more effective. Introducing speech analytics allows
enterprises to automate the assessment of service quality and
improve interaction with customers,” said Ekaterina Pavlova,
director of the service department of Tricolor.
About Orange Business Services
Orange Business Services is a network-native digital services
company and the global enterprise division of the Orange Group. It
connects, protects and innovates for enterprises around the world
to support sustainable business growth. Leveraging its connectivity
and system integration expertise throughout the digital value
chain, Orange Business Services is well placed to support global
businesses in areas such as software-defined networks, multi-cloud
services, Data and AI, smart mobility services, and cybersecurity.
It securely accompanies enterprises across every stage of the data
lifecycle end-to-end, from collection, transport, storage and
processing to analysis and sharing.
With companies thriving on innovation, Orange Business Services
places its customers at the heart of an open collaborative
ecosystem. This includes its 27,000 employees, the assets and
expertise of the Orange Group, its technology and business
partners, and a pool of finely selected start-ups. More than 3,000
multinational enterprises, as well as two million professionals,
companies and local communities in France, put their trust in
Orange Business Services.
For more information, visit www.orange-business.com or follow us
on LinkedIn, Twitter and our blogs.
Orange is one of the world's leading telecommunications
operators with revenues of 42 billion euros in 2019 and 257 million
customers worldwide at 30 September 2020. Orange is listed on the
Euronext Paris (ORA) and on the New York Stock Exchange (ORAN). In
December 2019, Orange presented its new "Engage 2025" strategic
plan, guided by social and environmental accountability. While
accelerating in growth areas, such as B-to-B services and placing
data and AI at the heart of innovation, the entire Orange Group
will be an attractive and responsible employer.
Orange and any other Orange product or service names included in
this material are trademarks of Orange or Orange Brand Services
Limited.
About Tricolor
Tricolor is the multiplatform operator, providing the complex of
digital services including television throughout Russia. Tricolor
creates the complex informational and entertaining media scene for
all the family members, accessible from any device, anywhere and at
any time.
Along with traditional viewing of TV through the satellite
Tricolor’s customers can use internet connection for viewing TV
channels, as well as broadcast control options (rewind, pause, TV
history data). In 2019 Tricolor launched an online cinema that is
accessible to subscribers upon connection of hybrid receiving
equipment to Internet or in an application “Tricolor Kino I TV” on
smartphones, tablets or Smart TV, and on web at kino.tricolor.tv.
Also the operator provides access to the service “Satellite
Internet” and the service “Smart Home”.
By the end of 3Q 2020, the total customer base of the operator
was 12.206 million households, including 10 million HDTV
subscribers and more than 185,000 UHD clients. The number of users
of the Internet project is 1.2 million.
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version on businesswire.com: https://www.businesswire.com/news/home/20201116005470/en/
Press: Elizabeth Mayeri, Orange Business Services,
elizabeth.mayeri@orange.com, +1 212 251 2086
Anastasiia Sokolovskaia, Tricolor, Head of Press Office,
Sokolovskaya@tricolor.tv ++7 (812) 332 68 68 (+5513), ++7 (911) 095
41 55, ++7 (981) 910 30 95 (WhatsApp, Viber) Tricolor.tv
bblog.tricolor.tv
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